Cyprus, Inc.

Review: My husband and I recently purchased a gas log set from Cyprus Air found through the [redacted] Gas Webpage. We scheduled the installation for Friday November 22, between 8am-1pm. We did not receive a confirmation call or email at any time. My husband had to call Thursday November 21 and spoke to a man who confirmed our installation window of 8am-1pm for the following day and that we should have already been called and that we would be receiving another confirmation via email that evening. No call or email came. Having taken off work for the installation, my husband waited around until 12:30 without any call or service man to the house. Upon calling the [redacted] location he was told our window was 1am-8pm not the 8am-1pm we had been told the day before.

We had an important event that night that we couldn’t be later for and after setting up a backup installation appointment for Wednesday November 27th, we were told that we should at least have the service man come out to give us an estimate on how long the fireplace would take to put in. We reiterated that we had to leave the house NO LATER than 4:45. Serviceman finally showed up to the house 2 hours after manger said he would and had two workers with him that did not have uniforms on nor seemed to have ANY idea what they were doing as the uniformed serviceman had to walk them through the entire process step by step in another language. The serviceman promised it would be done by 4:45 no problem. At 6:00 pm they finished after having sat in our kitchen to eat [redacted]’s for a half hour and leaving without cleaning anything up, leaving black fingerprints on our fireplace and dust everywhere from drilling holes (not to mention the broken drywall from a first botched hole in the ceiling).

The craftsmanship is horrendous; it looks sloppy, unprofessional and incomplete. We are missing part of the log insert and we still have not once had a phone call to follow up about the completion of this project (inspection, payment, anything).

I went into the showroom on Saturday, November 23 and spoke with a “project manager” about the installation nightmare. I emailed pictures of the unacceptable work and was told that I would be receiving a call from the General Manager today, Monday November 25th to fix all of the issues as soon as possible. I have called already once this afternoon and she was “not in the office at the moment”, she would call me a.s.a.p. That was over 2 hours ago. I am disputing the first portion of payment on our credit card, contacting [redacted] Gas to let them know about this, and am filing this complaint on Revdex.com.Desired Settlement: This entire experience has been unacceptable and inexcusable for this company and for the cost of the product and services rendered. Now I will also have to take time off IF someone does contact us to come out, finish the fireplace and fix the rest of this mess. Our time is just as valuable as Cyprus Air’s is and we lose compensation when we have to take time off from work. We expect satisfactory completion of this project and for compensation for extra time taken off from work.

Consumer

Response:

We do not expect compensation of money due to us. We expect some sort of customer discount because of the extensive time taken off from work to have this company fix the problems beyond the expected time required of initial installation. If we need to reword the complaint happy to do so.

Best,

Business

Response:

Attached is Cyprus Air's response letter to Revdex.com. Customer has accepted our offer and this matter has been resolved.

11 December, 2013

TO: Revdex.com

1411 K Street, N.W.W Suite 1000

Washington, D.C. 20005

As you know, Cyprus Air takes customer service very seriously. In an effort to provide outstanding customer service, Cyprus Air has agreed to provide the customer with a two-year, free fireplace maintenance agreement valued at

$700.00.

The customer has accepted our offer and we consider this matter resolved.

Respectfully,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to be not the best solution but is accepted..

Regards,

I am extremely satisfied with the customer service provided by Cyprus Air. The technician MJ was very knowledgeable about the system (gas fireplace).

Installer William and his partner were knowledgeable, efficient and parient.

Barry D[redacted] was professional and most courteous. A fine example of a good technican

We had our annual fireplace insert preventative maintenance and cleaning today. Levi C., the technician, was excellent! He was knowledgable, professional, thorough and polite. The fireplace is working beautifully. The extent of work done on this service agreement visit demonstrated to us that Cyprus Air is committed to safety and performance with their products.

very professional and on-time

CJ WAS EXTREMELY COURTEOUS, THOROUGH IN TRYING TO DIAGNOSE PROBLEM WITH THE GAS FIRE PLACE, TOOK CARE OF PROBLEM MAKING SURE IN WON'T HAPPEN AGAIN KAI FINISHED JOB WELL AND QUICKLY. HE ALSO MADE SURE BEFORE HE LEFT THAT THE PLACE WAS CLEANED. I WAS EXTREMELY HAPPY WITH THE WAY HE PERFORMED THE SERVICE.

I have a maintenance plan with Cyprus Air. I have always received courteous treatment from the staff. From scheduling the appointment to coordinating the arrival time of the technician, the staff was most helpful.
Today Ed M., Technician, came and performed the yearly check-up on my gas fireplace. He was very courteous and respectful. In addition, Ed protected my floors and carpet. More importantly, he reviewed my fireplace performance with me and thoroughly cleaned the area. I am very pleased with his work and the explanations he provided. I highly recommend Cyprus, Inc.!

Great service. Julian did a wonderful job. Would like him to be the one from Cypress to service the fireplace next year.

Great service. Always professional and prompt!

CJ Did a very good job

Had my annual gas log maintenance done today by Cyprus Air technician Sahdula. I was very pleased with his work. He was quick, efficient, and pleasant.

Installer was polite and informative in explaining the operation of the unit. Cleanup was thorough.

The Cyprus technician performed our annual checkup of our gas fireplace as part of our service agreement. He was prompt, meticulous and pleasant.

Marcellus, the technical did a very good job of servicing our gas fireplace. Knowledgeable and very polite. I'd ask for him again should I have problems in the future.

Cyprus Air is a pleasure to work with. The technician arrived on time, and explained what he was going to do. He protected my carpet with a cover and cleaned up after himself. I have been please with the work both times I have used them.

Derrick D. (Installer) and Eugene S. (CSR) make a good team. Both are professional and courteous Notification of anticipated time of arrival was given prior to the visit. Arrival time was adhered to and the job was completed in a timely manner.

Cyprus Air was very efficient and thorough. They worked around unforeseen problems when they cropped up when replacing our HVAC system. Workmen were quite professional and respectful of our house, removing shoes indoors, not damaging the garden when replacing the external unit, and cleaning up after themselves when installation was done. While Cyprus wasn't the cheapest estimate we received, I believe they offered the best equipment for the price.

I want to commend the work of technician, Mike S., on my gas fireplace maintenance service call. He arrived promptly, was professional throughout, and very neat. He answered some questions I had about operating the unit and its remote. He solved a problem with a simple tightening of a screw thereby avoiding one of my pet peeves which is trying to "up sell"for additional work. I was very pleased with his service under my maintenance contract with Cyprus.

The service rep., Derrick D. from Cyprus Air was professional, personable and educational. After a previous unfavorable experience with Cyprus Air, I was plesantly surprised by Derrick and his knowledge and willingness to share information on the care of our gas log system. I would give the company a higher rating, but I am balancing this experience with the previous difficult time we experienced with them.